CX Consulting Services
Sounds enticing, doesn’t it? Let us help you with our expertise in everything CX to help you improve customer retention, obtain faster conversions, lower cost of customer acquisition, enhance brand perception and so much more!
Our CX strategies drive results. Check it out!
A 40% increase in average revenue per user and a 20% increase in paid users- all through a seamless experience offering and well-planned engagement strategies.
Over a million downloads in the first three months and over ten thousand downloads in a single day! Word of mouth, maybe?
Wooing customers with CX solution powered by AI. An intelligent and contextual chatbot helping customers with feedback, ideas, criticism and more!
Customer experience is set to be the number one brand differentiator in 2020 (and beyond)
1 in 3 customers leave a brand after just one bad experience
Customers are willing to pay a price premium of up to 13% for luxury and indulgence services, simply by receiving a great customer experience
49% of buyers make impulse purchases after receiving a more personalized customer experience
Customers that rate companies with a high customer experience score spend 140% more and remain loyal for up to 6 years.
Yep, you got that right. Not just important, critical. Which is why we ensure that every aspect of your CX strategy is covered well
Customer experience isn’t a one-time thing. It’s every time a customer interacts with your brand, through multiple touchpoints. Your customer experience must become a USP of your business. Our CX strategy consulting covers five critical components:
- Design-focused User Interface (UI) An intuitive, simple and exciting digital interaction that is easy to use and understand.
- Personalization & Customization Personalized customer onboarding and other services customized to cater to individual customer needs.
- Next Best Action (NBA) Relevant and timely advice that adds value to the customer-brand relationship. NBA helps companies acquire new customers, increase sales and decrease the churn rate.
- Omni-channel Orchestration of service delivery across multiple channels without loss of context and continuity so that the customer experience is connected and consistent.
- Process Digitization Flawless connection of the digital front-end experience to back-end people, processes, and systems.
Wondering how we do it? Through a robust approach to CX transformation
Empathizing
Listening to the voice of the customers, understanding their common pain points & gathering relevant data to gain valuable insight which help in building empathy for customers
Journey Mapping
Mapping the disparate datasets into individuals and designing customer journey maps to gain knowledge & insights for crafting and enriching CX
Measuring
Using insights to measure the impact of CX strategy and tactics on business and scale improvement capabilities
Operationalizing
Building and sustaining the momentum of CX tactics
Analyzing and Acting
Patterns & Trends Exploration, Data Visualisation & Application using Insights
Starting your CX journey? Here are some planning tools that can help you begin!
Achieve thoroughness, accuracy and effectiveness by using proven instruments and techniques that give you detailed insights on your CX journey and enable informed decision-making. Take a look at these planning tools which must form an essential part of your customer experience strategy.
Journey mapping for the new-age customer
Is your design poised to give a seamless experience to your users? Plan scenarios in which a user might interact with your product with a customer journey mapping template.
DOWNLOAD FREE TEMPLATE
Create customer persona in 30 minutes
Gain a better understanding of your user segments and leverage the insights to make key design and functionality decisions during the UX process.
DOWNLOAD FREE TEMPLATE
Product canvas for validating digital solutions
Is your product operationally and financially viable? Validate your solution using this collaborative tool that combines agile and UX.
DOWNLOAD FREE TEMPLATEWe use a mix of technologies to help transform CX for our clients. Check out the services we offer.
Our Webinar on “How to wow customers, win loyalty & improve revenues by IoTising your products” is a great example of our customer-centric approach to every solution
Jointly conducted by AWS IoT, STMicroelectronics and [x]cube LABS, the webinar brought business leaders and experts from key functional areas constituting the IoT ecosystem, who reflected on their several years and many case studies of how IoT has been used to create connected products that were not just operated remotely, but made a positive and delightful impact on the lives of users in ways unimagined.
Offering a good customer experience can unlock number of benefits for your business
Whatever it is that drives you towards offering a better customer experience, you must know that improving your CX can open your business up to a multitude of benefits.
Improved Customer Retention
Adopt a more intuitive and contextual approach to how you interact with your customers and retain them to achieve higher profit and lower costs
Seamless User Journey
Determine what kind of experience will be the most appealing to each individual and increase personalization in onboarding and service offering
Enhanced Customer Satisfaction
Build consistent products and deliver excellent customer service to maintain a healthy brand-customer relationship
Improved Brand Perception
A connected and consistent customer experience to improve how customers perceive your brand and making them your brand promoters
Creates Competitive Advantage
With brands competing on CX front, stay ahead with a seamless customer experience
Lower Cost of Customer Acquisition
With a strong retention base and improved brand perception, lower the cost of acquisition by reducing your marketing efforts
Hear what our clients have to say
"[x]cube has transformed a traditional manufacturing company such as Spa Electrics into a software company. They have the skill and confidence to build the product you need"
Mathew Rust
Product Manager, Spa Electrics
"What we appreciate about [x]cube is how well they have collaborated with us and all their teams, UX/UI, Development and others have created the best possible experience for our customers"
Missi Freimark
Marketing head, Lansinoh
“[x]cube LABS has taken our product and worked on it as if it was their own, creating something that we had never envisioned before!”.
Kevin
CEO of Titan International
Award Winning Digital Agency
Innovation Delivered for Global Enterprises
FAQ
At a time when businesses are competing on CX level and customers are willing to pay a higher price for a better experience, a robust CX strategy ensures that you cover all aspects that impact your business KPIs- be it the costs incurred in terms of acquiring new customers, revenue opportunities lost due to failer customer retention or the increase in revenue per user. All these factors combined lead to improved profit margins, better branding and overall business growth.
As digital transformation consultants and practitioners, we believe that CX forms the essence of any digital solution. You might add hundreds of features to your digital product but if they don’t add any value to your customer’s lives or resolve a pain point, then the product will be rendered useless without gaining any traction. This is exactly why more and more digital transformation and customer experience companies have started to put customers at the center of their digital transformation journey and focus on creating a robust cx strategy.
At [x]cube, we assess your current CX maturity by evaluating critical parameters that form the basis. After gathering sufficient insights on your current CX health, we conduct an educational workshop for your organization to help you understand more about CX, it’s relevance to your business and how to get started with it. Our team follows a solution-based approach of design thinking which involves ongoing experimentation, sketching, prototyping, testing, evaluating best concepts and ideas to and come up with a value proposition that is best suited for your needs. Having understood your current CX and framed potential solution based on your requirements, we conduct a strategy workshop to discuss the way ahead. The outcome is a comprehensive roadmap highlighting specific initiatives for staggered and prioritized rollouts.
Delivering great customer experience requires attention to detail at every stage of the CX strategy formation leading up to the end deliverable. To begin with, you must cover the following aspects:
- Do a thorough market and user research
- Establish a product-market fit
- Conduct stakeholder and user interviews
- Define customer persona
- Map customer journey- existing and expected
- Perform solutions mapping
- Use a quality framework for your product development and design
- Incorporate customer feedback
A CX consultant presents views of both present and future customer journeys through comprehensive research, helps enhance the client's understanding of the customer, serves as customer advocate during product launches and upgrades and develops customer needs and use cases throughout a customer journey.
Customer experience (CX) design is the process that allows design teams to optimize customer experiences at all touchpoints of the entire customer journey, starting from the first interaction. They leverage customer-centric planners and strategies to maintain an impeccable experience at each step of the journey and nurture strong customer-brand relationships. Product canvas, journey mapping, empathy mapping, persona definition, UX wireframing are some elements of cx design process.
